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Cisco Unified Contact Center Express 5.0
Cisco® Unified Contact Center Express — an integral component of the Cisco Unified
Communications system — offers an integrated, full-featured solution for managing
customer contacts with all the benefits of the converged Cisco Unified IP Telephony
architecture.
Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed
and mobile networks, delivering a media-rich collaboration experience across business,
government agency, and institutional workspaces. These applications use the network as the
platform to enhance comparative advantage by accelerating decision time and reducing
transaction time. The security, resilience, and scalability of the network enable users in any
workspace to easily collaborate every time, everywhere, so everyone's included. Cisco Unified
Communications is part of a comprehensive solution that includes network infrastructure, security,
wireless, management applications, lifecycle services, flexible deployment and outsourced
management options, and third-party applications.
Cisco Unified Contact Center Express helps customers move into the next phase of customer
contact — beyond today's contact center to a Customer Interaction Network, a distributed, IP-
based customer-service infrastructure that comprises a continuously evolving suite of innovative,
multichannel services and customer-relationship-management (CRM) applications. These services
and applications provide premium responsiveness and streamlined customer exchanges to help
your organization deliver superior customer service. A Customer Interaction Network extends
customer-service capabilities across the entire organization, giving your business a more
integrated and collaborative approach to customer satisfaction and leading to better customer
experiences.
Cisco Unified Contact Center Express Overview
Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch or
departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available,
and sophisticated customer-interaction management for up to 300 agents. Cisco Unified Contact
Center Express support for powerful agent-based assisted service as well as fully integrated self-
service applications results in reduced business costs and improved customer response by
providing sophisticated and distributed automatic call distributor (ACD), interactive voice response
(IVR), computer telephony integration (CTI), and agent and desktop services in a single-server,
contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding
environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound
and outbound voice, e-mail, Web, and chat; and customer interaction management helps ensure
that each contact is delivered to the right agent the first time.
Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and
Premium, to better match product functions with your customer contact interaction management
requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco
Unified Communications Manager.
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Routing Capabilities and Benefits
Maximum return on investment for contact centers is provided when your company's business
rules can influence the behavior of the contact center. Cisco Unified Contact Center Express
routing capabilities facilitate categorization and prioritization of customer contacts in a way that
best meets your business requirements to ensure that each contact is routed to the right agent at
the right location the first time. Cisco Unified Contact Center Express routing supports a wide
range of routing logic that can accurately target and selectively route different classes of contacts
— or even single out individual contacts for customized, prioritized routing treatment.
Call-routing behaviors based on conditional events such as time of day, day of week, or holiday
routing as well as the ability to specify service levels and move contacts between agent groups
and reprioritize contacts in queue based on your business rules are available. The Cisco Unified
Contact Center Express Premium product integration with your enterprise's customer database
can help ensure that the optimal routing decisions are made; the application can give agents
extensive information on a per-contact basis through a CRM or other application screen pop.
Cisco Unified E-Mail Interaction Manager
Customers are turning to company Websites to locate information about products and services, to
seek support, and to conduct transactions. In addition, customers are seeking alternative ways,
such as e-mail, to contact customer support centers, and the volume of incoming e-mail
interactions to contact centers is growing. Cisco Unified E-Mail Interaction Manager, integrated
with Cisco Unified Contact Center Express, increases agent productivity through a powerful yet
intuitive user interface. A full suite of tools, including suggested responses, a knowledge base, and
customer history, are easily accessible, enabling quick, consistent responses to e-mail messages
that come into the contact center.
Cisco Unified Web Interaction Manager
The Cisco Unified Web Interaction Manager gives your organization tools to increase sales,
facilitate new revenue-generation opportunities, and enhance customer satisfaction and loyalty.
Integrated with Cisco Unified Contact Center Express, its powerful Web chat and collaboration
features allow your contact center agents to deliver immediate answers to customer questions
supported by comprehensive information stored in a shared knowledge base or Webpages and
other Web-based content. This added channel in the contact center adds to agent productivity —
and ultimately to increased customer satisfaction.
Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization integrated with Cisco Unified Contact Center Express helps
supervisors and other managers align contact center performance with business objectives by
integrating workforce optimization within the team's daily workflow — combining agent and
supervisor desktop tools in a composite application with workforce optimization software to unify
the entire customer interaction process.
Directly integrated with Cisco Supervisor Desktop, Cisco Unified Workforce Optimization unifies
the tactical tools that supervisors need to optimize team performance: Cisco Unified Workforce
Optimization Workforce Manager and Quality Manager software. The Workforce Management
component allows contact center managers to develop schedules for multiple sites, manage
critical performance indicators, and manage real-time adherence to schedules. At the same time,
the Quality Manager piece provides a voice compliance and evaluation solution, with optional
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advanced quality-management features such as screen recording, for agent performance
optimization and dispute resolution.
Cisco Outbound Option
The Cisco Outbound Option complements the powerful inbound call-handling capability of the
Cisco Unified Contact Center Express platform by offering blended preview outbound dialing
capabilities. You can build campaigns to use preview dialing, which is integrated with inbound calls
to provide a blended inbound/outbound solution. These blended functions let agents serve both
inbound calls and outbound campaign tasks when the inbound queue is empty, allowing for the
most efficient use of agent resources for both inbound calls and outbound campaigns.
Computer Telephony Integration
Cisco Unified Contact Center Express can integrate with any CRM or other application that can run
on the agent's Microsoft Windows desktop. Integration is achieved using a powerful real-time
programmable CTI workflow engine that invokes keystroke macro emulation to automate the
transfer of caller-entered information, or through an external application action. Cisco Unified
Contact Center Express provides powerful integration tools through support for custom Java
classes and methods that can be invoked under real-time workflow control. These features
facilitate integration of Cisco Agent Desktop with other Windows-based applications such as
Siebel with minimal software development.
In addition, Cisco Unified Contact Center Express Premium allows you to apply HTTP integration
to provide integration and a screen pop with browser-based applications such as Salesforce.com
running in the Cisco Agent Desktop embedded browser.
IVR and Self-Service Capabilities and Benefits
Unlike many competitive products, Cisco Unified Contact Center Express does not require
purchase of additional IVR services, but rather provides an integrated ready-to-use IVR solution.
Every package provides an IVR queue point, custom call treatment, arbitrarily deep voice menus,
custom voice prompts, and the ability to process customer phone keypad presses through dual
tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to
the agent.
Cisco Unified Contact Center Express Premium adds the ability to have true, sophisticated, fully
automated self-service applications integrated with your agent-assisted contact interaction
management. This critical feature helps enable significant cost reduction on a per-contact basis
and provides significant flexibility in handling customer contacts.
Two full self-service IVR ports are packaged at no additional charge with each Cisco Unified
Contact Center Express Premium seat. In addition, support is provided for adding advanced self-
service technologies such as Automatic Speech Recognition (ASR), Text to Speech (TTS), and
Voice Extensible Markup Language (VoiceXML), as well as providing support for real-time
notification services through e-mail, fax, or paging and the ability to invoke custom workflow
processing (for example, Web-based callback) through HTTP requests).
Cisco Unified CallConnector for Microsoft Dynamics CRM
The Cisco Unified CallConnector for Microsoft Dynamics CRM, part of the Cisco Unified
Communications system, is a free middleware application that integrates Cisco Unified Contact
Center Express with Microsoft Dynamics CRM 3.0 (Microsoft CRM). This integration with Microsoft
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CRM includes productivity-enhancement features for employees such as screen pops, click to dial,
and call tracking. The call information collected by the Cisco Unified CallConnector for Microsoft
Dynamics CRM allows companies to make better business decisions based on actual call metrics
pertaining to employees or customers.
Agent Capabilities and Benefits
Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center
by providing full licensing to use the seat as either an agent or a supervisor seat. Agent seats can
be either PC or Cisco Unified IP phone-based agent stations. Each seat provides full licensing for
Cisco IP Phone Agent, Cisco Supervisor Desktop, Cisco Desktop Administrator, Cisco Historical
Reporting Client, and, for Enhanced and Premium, Cisco Agent Desktop and on-demand
recording. Even if a PC failure occurs, an agent is fully licensed to continue working through the
Cisco IP Phone Agent.
Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data
and call state information by providing the ability to present a screen pop to the agent for each call,
which includes customer-entered data, as well as call state information describing how long the
call has been connected to the ACD, how long the call has been in queue, and how long the agent
has been talking with the caller.
Cisco Agent Desktop* gives agents tools to access information and respond rapidly to customer
requests. Voice contact workflows, the enterprise data pane, and the integrated browser display
(screen pop) show agents’ customer data as calls are presented, preventing redirection of calls
and the necessity for customers to repeat information. Task automation buttons and the personal
phone directory allow agents to instantly activate frequently performed functions that shorten
response time and automate after-call work to follow up on a customer inquiry. Collaboration tools
such as chat and transfer of caller data help keep responses accurate.
Additionally, Cisco Agent Desktop offers the ability to provide workflows that process business
rules based on critical call state events, the ability to invoke any CRM or other application able to
run on the agent's Microsoft Windows desktop, and the ability to display information in the form of
a screen pop from the ACD or IVR subsystem to that application.
When the Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop
provides all the controls necessary for agents to participate in outbound campaigns.
Management Capabilities and Benefits
Supervisory Features*
The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat,
monitor, record, and send team messages allows managers to coach, train, and encourage agent
behavior so that agents consistently perform the job function and process calls efficiently. The
ability to send agents scrolling team messages and chat with individual members or the entire
team allows supervisors to coach agents, resolve problems, and instantly communicate business
changes. Supervisors can coach agents unobtrusively on cross-sell and up-sell opportunities and
help agents resolve customer situations.
Within the supervisor desktop, contact center managers can see team performance, agent
statistics, and status at a glance using easy-to-navigate tabbed pages and graphical reports. To
coach agents, they can silently monitor calls and offer encouragement using chat. They can also
initiate call recording for later review and training.
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Supervisors can interrupt an agent's call to create a three-way conference, and then interact with
both the caller and the agent to help resolve a concern. A supervisor can remove the agent from a
call using the Intercept feature, allowing the supervisor and caller to complete the call on their own
while the agent handles another customer request.
Supervisors can change an agent's state from their desktop. For example, agents may forget to
make themselves available to take calls after a break or neglect to log out when away from their
workstation for an extended period. With Cisco Supervisor Desktop, supervisors can easily log out
missing agents or make unintentionally idle agents ready to take calls. This function is critical to
highly distributed contact center deployments. Supervisors also can change an agent's skill profile
in real time. This capability gives supervisors tactical tools to manage their agent teams and
support contact center management objectives.
Administration
The Cisco Unified Contact Center Express Web-based administration provides a run-anywhere,
enterprisewide point of control for single- or multisite contact centers. Cisco Unified Contact Center
Express transparently integrates Cisco Unified Communications Manager-provisioned information
and integrates with the Cisco Unified Communications Manager Web-based administration to
provide cross access and a common interface. Cisco Unified Contact Center Express
Administration allows a wide range of real-time reporting statistics across all activity within the
contact center, regardless of agent or supervisor location and for all calls in process.
Reporting
The Cisco Unified Contact Center Express solution provides real-time and historical data
necessary for mission-critical contact-center reporting. Real-time reports are provided both at the
supervisor level (integrated with the Cisco Supervisor Desktop) on a per-agent team basis as well
as at the Cisco Unified Contact Center Express Administration level across the entire contact
center.
The reporting function provides accurate and timely reports on contact-center activity, helping
managers make informed decisions regarding staffing levels, contact handling procedures, and
technology investments. Standard reporting templates provide automatically operational functions
for common reporting needs. Custom reports can extend the standard reporting package to meet
specific reporting needs. Furthermore, the open software architecture of Cisco Unified Contact
Center Express allows for export of reporting data in a variety of formats.
Cluster Management
When Cisco Unified Contact Center Express is deployed with multiple servers, all servers are
members of the Cisco Unified Contact Center Express cluster and can be viewed, monitored, and
taken in and out of service. Using open Internet standards and the inherent capabilities of Cisco
devices, Cisco Unified Communications Management Suite helps network managers oversee their
converged networks while maintaining confidence that their IP telephony environments, including
Cisco Unified Contact Center Express, are performing as expected. Cisco Unified Communications
Management Suite provides real-time, detailed fault analysis designed specifically for Cisco
devices in the IP telephony environment. This focus on Cisco devices facilitates monitoring of
Cisco Unified IP Telephony technology-based networks for a variety of fault conditions, analysis of
these conditions, and notification of network managers through intelligent traps detailing the
problem that has occurred. Functions supporting Cisco Unified Contact Center Express include
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server discovery, health statistics, subsystem process checks, application run-time status, and
other critical network management capabilities.
System Capabilities and Benefits
Open Systems
Cisco Unified Contact Center Express software takes full advantage of industry-standard hardware
platforms, giving you the benefits of many software functions at a modest hardware cost. The open
architecture of the system, which includes an Open Database Connectivity (ODBC)-compliant
database as well as Java interfaces for CTI applications, can integrate with existing contact center
solutions, preserving investments in traditional systems and providing a platform for future
applications.
Redundant High Availability
Cisco Unified Contact Center Express offers high-availability redundancy for dual server cluster
deployments, including support for automatic failover of inbound voice ACD, IVR, and desktop
services as well as database replication and failover and load-balanced redundancy for on-
demand recording servers.
Integrated Service-Creation Environments
The Cisco Unified Contact Center Express Workflow Editor is the service-creation and scripting
environment for mapping business rules to call-flow behavior and call treatments. It can operate
from any location on the enterprise WAN, and workflows can be uploaded and run on the Cisco
Unified Contact Center Express server. This environment is a visual editor that provides a simple,
drag-and-drop, easy-to-understand interface for building powerful, custom, business-
communication applications.
Scalability
Cisco Unified Contact Center Express can provide a contact-center-in-a-box for a single server or
scale to support up to 300 agents in a multiserver cluster with a redundant high-availability option
across a virtual multisite contact center. Cisco Unified Contact Center Express supports a Cisco
Customer Interaction Network based on the Cisco Unified Intelligent Contact Management and
Cisco IPCC Peripheral Gateway enabling prerouting, postrouting, and centralized reporting for
multiple Cisco Unified Contact Center Express systems across a Cisco Unified Communications
WAN.
Security
To help maintain network security in the contact center and throughout the enterprise, Cisco
Unified Contact Center Express supports Cisco Security Agent as well as virus-detection software
from the major antivirus software vendors. Cisco Security Agent is a host-based intrusion detection
system that provides security to mission-critical enterprise servers and hosts. It provides benefits
beyond conventional endpoint security solutions such as virus-scanning software and firewalls by
identifying and preventing malicious behavior before it can occur. This process helps remove
potential known and unknown security risks that threaten enterprise networks and applications. By
analyzing behavior rather than relying on signature matching, Cisco Security Agent complements
the capabilities of the antivirus software; together, they provide a robust solution to protect your
network and reduce operational costs.
Cisco Unified Communications Services
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Cisco and its certified partners can help you deploy a secure, resilient Cisco Unified
Communications Solution, meeting aggressive deployment schedules and accelerating business
advantage. Cisco’s portfolio of services is based on proven methodologies for unifying voice,
video, data, and mobile applications on fixed and mobile networks.
Cisco’s unique lifecycle approach to services defines the requisite activities at each phase of the
solution lifecycle. Customized planning and design services focus on creating a solution that
meets your business needs. Award-winning technical support increases operational efficiency.
Remote management services simplify day-to-day operations, and optimization services enhance
solution performance as your business needs change.
Summary
Cisco Unified Contact Center Express offers an integrated, full-featured solution for managing
customer voice contacts while retaining all the benefits of fully converged Cisco Unified
Communications deployment. Cisco Unified Contact Center Express delivers sophisticated call
routing, management, and administration features for departmental, enterprise branch, or small to
medium-sized enterprise customer-care needs.
Cisco Unified Contact Center Express offers ease of installation, configuration, and application
hosting, as well as reduced business application integration complexity, ease of agent
administration, increased agent flexibility, and network hosting efficiencies — continuing the
evolution toward a true Customer Interaction Network.
*For complete details regarding Cisco Agent Desktop and Cisco Supervisor Desktop for Cisco
Unified Contact Center Express 5.0, including options available for Standard, Enhanced, and
Premium versions, please refer to the Cisco Agent Desktop for Cisco Unified Contact Center
Express 5.0 data sheet.
Cisco Unified Contact Center Express 5.0 Features a nd Specifications
Cisco Unified Contact Center Express 5.0 is available for Cisco Unified Communications Manager
5.1, 6.0, and 6.1, as well as for Cisco Unified Communications Manager Express 4.2 on integrated
services router and Cisco Unified Communications 500 Series for Small Business platforms.
Note: All capacities stated in this document are system maximums. Actual maximums are a
function of the hardware server(s) and mix of features deployed on those servers. Cisco
Assessment to Quality (A2Q) bid assurance requires passing bid assurance in presales prior to
making a formal offer to a customer. The Cisco Unified Contact Center Express 5.0 Configuration
and Ordering Tool is the required mechanism to submit to and pass bid assurance. The
configuration tool provides a structured way to configure software features and required and
supported servers, and to automatically bid assure a configuration. It also provides a bill of
materials for the configuration.
Note: This document applies only to Cisco Unified Contact Center Express 5.0.2 and later 5.0.x
versions. Cisco Unified Contact Center Express 5.0.1 feature content differs from that in this
document.
Cisco Unified Contact Center Express provides support for all critical functional areas of today’s
contact centers, including:
● Inbound Voice
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● Blended Preview Outbound Dialer
● Cisco Unified E-Mail Interaction Manager and Web Interaction Manager
● Cisco Unified Workforce Optimization (including Quality Manager, Advanced Quality
Manager, and Workforce Manager)
● Third-party integration (for example, with CRM)
● Customer database integration with ODBC or Structured Query Language (SQL)
● IVR
● Real-time and historical reporting
● Agent and supervisor desktops
Please consult the following pages and tables for each area of interest.
Table 1: Cisco Unified Contact Center Express Supported Cisco Unified Communications Manager
Products
Table 2: Cisco Unified Contact Center Express 5.0 Feature Availability with Cisco Unified
Communications Manager 5.1, 6.0, and 6.1; Cisco Unified Communications Express on Cisco
integrated services routers; and the Cisco Unified Communications 500 Series for Small Business.
Licensing
Table 3: Cisco Unified Contact Center Express 5.0 Licensing
Inbound Voice
Table 4: Cisco Unified Contact Center Express 5.0 Inbound Voice
Table 5: Cisco Unified Contact Center Express 5.0 Outbound Voice
Blended Preview Outbound Dialer
Table 6: Reference Capacities for Inbound and Blended Inbound and Outbound Systems
Cisco Unified Workforce Optimization
Table 7: Cisco Unified Contact Center Express 5.0 Quality and Advanced Quality Manager
Table 7: Cisco Unified Contact Center Express 5.0 Workforce Manager
Cisco Unified E-Mail Interaction Manager and Web In teraction Managers
Table 1. Cisco Unified Contact Center Express Supported Cisco Unified Communications Manager Products
Cisco Unified Communications Manager Product Cisco Unified Contact Center Express
Product Platform Release Platform Standard Enhanced Premium Release
Cisco Unified Communications Manager
Media convergence servers
5.1 and 6.0 Media convergence servers
Yes Yes Yes 5.0.1 and later 5.0 versions
Cisco Unified Communications Manager
Media convergence servers
6.1 Media convergence servers
Yes Yes Yes 5.0.1 and later 5.0 versions
Cisco Unified Communications Manager Express
Integrated services routers
4.2 Media convergence servers
Yes Yes Yes 5.0.1 and later 5.0 versions
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Cisco Unified Communications Manager Express
Cisco Unified Communications 500 Series for Small Business
4.2 Media convergence servers
Yes No No 5.0.1 and later 5.0 versions
Table 2. Cisco Unified Contact Center Express 5.0 Feature Availability with Cisco Unified Communications Manager 5.1, 6.0, and 6.1
Feature Premium Enhanced Standard Optional?
Inbound Voice Yes Yes Yes No
Inbound Voice High Availability Option Yes Yes No Yes
Blended Preview Outbound Yes No No Yes
Basic E-Mail Interaction Manager Yes No No Yes
Advanced E-Mail Interaction Manager Yes No No Yes
Basic Web Interaction Manager Yes No No Yes
Advanced Web Interaction Manager Yes No No Yes
Quality Manager Yes No No Yes
Advanced Quality Manager Yes No No Yes
Workforce Manager Yes No No Yes
Cisco Unified Contact Center Express 5.0 Feature Av ailability with Cisco Unified Communications Manage r Express 4.2 for Integrated Services Routers
Inbound Voice Non-High Availability Yes Yes Yes No
Inbound Voice High Availability No No No NA
Blended Preview Outbound No No No NA
Basic E-Mail Interaction Manager Yes No No Yes
Advanced E-Mail Interaction Manager Yes No No Yes
Basic Web Interaction Manager Yes No No Yes
Advanced Web Interaction Manager Yes No No Yes
Quality Manager No No No NA
Advanced Quality Manager No No No NA
Workforce Manager No No No NA
Cisco Unified Contact Center Express 5.0 Feature Av ailability with Cisco Unified Communications Manage r Express 4.2 for Cisco Unified Communications 500 Series for Small Business
Inbound Voice Non- High Availability No No Yes No
Inbound Voice High Availability No No No NA
Blended Preview Outbound No No No NA
Basic E-Mail Interaction Manager No No No NA
Advanced E-Mail Interaction Manager No No No NA
Basic Web Interaction Manager No No No NA
Advanced Web Interaction Manager No No No NA
Quality Manager No No No NA
Advanced Quality Manager No No No NA
Workforce Manager No No No NA
Licensing
Licensing for Cisco Unified Contact Center Express varies by feature. Licenses are either
concurrent or named licenses.
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Concurrent licensing example : Customer has 3 shifts each of 100 users for a total of 300 unique
users. Customer needs to purchase 100 licenses.
Named licensing example : Customer has 3 shifts of 100 users for a total of 300 unique users.
Customer needs to purchase 300 licenses.
Table 3. Cisco Unified Contact Center Express 5.0 Licensing
Cisco Unified Contact Center Express 5.0 Packaging, Pricing, and Licensing
All packaging is per user (with exception of High A vailability server software option)
Feature Packaging
Inbound Voice Non-High Availability Concurrent
Inbound Voice High Availability Server Software Option
Blended Preview Outbound Concurrent*
Basic E-Mail Interaction Manager Concurrent
Advanced E-Mail Interaction Manager Concurrent
Basic Web Interaction Manager Concurrent
Advanced Web Interaction Manager Concurrent
Quality Manager Named user
Advanced Quality Manager Named user
Workforce Management Named user
Concurrent = Logged in agent or supervisor Names specific individual
Server Software Option * Requires Inbound Voice license
Inbound Voice
Please note that not all inbound voice features available with Cisco Unified Contact Center
Express 5.0 deployed with Cisco Unified Communications Manager are available when deployed
with Cisco Unified Communications Manager Express.
Table 4. Cisco Unified Contact Center Express 5.0 Inbound Voice
Feature Premium Enhanced Standard
General System Features with Server Software
Hardware configuration Cisco media convergence servers and Cisco approved partner servers
Cisco media convergence servers and Cisco approved partner servers
Cisco media convergence servers and Cisco approved partner servers
System software configuration Microsoft Windows 2003 server software
Microsoft Windows XP and Vista desktop client software (with Cisco Unified Contact Center Express 5.0.2 and later 5.0.x)
Microsoft Windows 2003 server software
Microsoft Windows XP and Vista desktop client software (with Cisco Unified Contact Center Express 5.0.2 and later 5.0.x versions)
Microsoft Windows 2003 server software
Microsoft Windows XP and Vista desktop client software (with Cisco Unified Contact Center Express 5.0.2 and later 5.0.x versions)
Cisco Unified Communications Managers supported
Cisco Unified Communications Managers 5.1 and 6.x
Cisco Unified Communications Manager Express 4.2
Cisco Unified Communications Managers 5.1 and 6.x
Cisco Unified Communications Manager Express 4.2
Cisco Unified Communications Managers 5.1 and 6.x
Cisco Unified Communications Manager Express 4.2
Operating system(s) supported Cisco original equipment manufacturer (OEM) Windows 2003 Server
Cisco OEM Windows 2003 Server
Cisco OEM Windows 2003 Server
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Inbound Voice redundancy support
High Availability with automatic failover
Note: Not available for Cisco Unified Communications Manager Express
High Availability with automatic failover
Note: Not available for Cisco Unified Communications Manager Express
Not available
Maximum number of analog trunks supported
Unlimited (no software limitations)
Unlimited (no software limitations)
Unlimited (no software limitations)
Maximum number of digital trunks supported
Unlimited (no software limitations)
Note: Not supported for Cisco Unified Communications Manager Express
Unlimited (no software limitations)
Note: Not supported for Cisco Unified Communications Manager Express
Unlimited (no software limitations)
Note: Not supported for Cisco Unified Communications Manager Express
Maximum number of IP trunks supported
Unlimited (no software limitations)
Unlimited (no software limitations)
Unlimited (no software limitations)
Maximum number of Session Initiation Protocol (SIP) trunks supported
Unlimited (no software limitations)
Note: Not supported for Cisco Unified Communications Manager Express
Unlimited (no software limitations)
Note: Not supported for Cisco Unified Communications Manager Express
Unlimited (no software limitations)
Note: Not supported for Cisco Unified Communications Manager Express
Maximum number of trunk groups supported
Unlimited (no software limitations)
Unlimited (no software limitations)
Unlimited (no software limitations)
Call conferencing Included Included Included
Agent interdialing support Included Included Included
Direct Outward Dialing (DOD) support Included Included Included
Inbound Voice Seats
Maximum number of configurable inbound agents supported
Unlimited (no software limitations)
Unlimited (no software limitations)
Unlimited (no software limitations)
Maximum number of active inbound agents supported
300 300 300
Maximum number of inbound supervisor positions supported
32 32 32
Inbound seat license type Concurrent user Concurrent user Concurrent user
Integrated ACD Features with Server Software
Custom scripting with Cisco Unified Contact Center Express Drag & Drop Editor
Included Included Included
Maximum number of agent groups supported
150 150 150
Maximum number of agents per group
300 300 300
Asynchronous-network-interface (ANI) support
Included Included Included
Digital Number Identification Service (DNIS) support
Included Included Included
Route on Skill Included Included Included
Route on Skill competency Included Included Included
Conditional routing (time of day, day of week, custom variables, etc.)
Included Included Included
Overflow, interflow, and intraflow routing
Included Included Included
Custom routing based on data from database access (for example, data-directed priority routing)
Included Not available Not available
Dynamic priority queuing Included Included Not available
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Maximum number of definable skills groups
150 150 Included
Maximum number of skills per agent
50 50 50
Maximum number of routing programs
Unlimited (no software limitations)
Unlimited (no software limitations)
Unlimited (no software limitations)
Integrated IVR Features with Server Software
Play messages to callers: Music Included through Cisco Unified Communications Manager Music On Hold server or .wav file
Included through Cisco Unified Communications Manager Music On Hold server or .wav file
Included through Cisco Unified Communications Manager Music On Hold server or .wav file
Play messages to callers: Prompts
Included through .wav file Included through .wav file Included through .wav file
Play messages to callers: Combine prompts, music, and messages
Included fully customizable Included fully customizable Included fully customizable
Capture and process caller dual tone multifrequency (DTMF) input
Included Included Included
Automated-Attendant support Included fully customizable Included fully customizable Included fully customizable
Database integration Included Not available Not available
Automatic Speech Recognition Optional through Media Resource Control Protocol (MRCP): Order from Nuance or IBM
Not available Not available
Text to Speech Optional through MRCP: Order from Nuance or IBM
Not available Not available
Real-time notification services (e-mail – support for paging and fax)
Included: Paging and fax require integration with third-party services
Not available Not available
VoiceXML for ASR, TTS, and DTMF
Included Not available Not available
Read data from HTTP and Extensible Markup Language (XML) pages
Included Included Included
Run workflows through HTTP Request
Included Not available Not available
Integrated self-service application support
Included Not available Not available
Integrated CTI and Screen Pop Features with Cisco U nified Contact Center Express Seat License
Populate ANI or DNIS and customer-defined workflow data
Included Included Included
Automatically start any Microsoft Windows-compatible application: Pass initialization parameters
Included Included Not available
Populate data to any Microsoft Windows-compatible application
Included Included Not available
Populate data to any browser-based application
Included Not available Not available
Customer database integration (ODBC or SQL)
Included Not available Not available
Integrated PC-Based Agent Desktop Features with Cis co Unified Contact Center Express Seat License
Work Flow Automation and Task buttons
Included Included
Populate third-party applications on events
Included Included
"Record" and archive calls Included Included
"Work" agent state for after-call wrap-up activity
Included Included
Wrap-up codes Included Included
Note: As of Cisco Unified Contact Center Express 5.0.2, Cisco Agent Desktop is no longer included in the Standard package.
Not available
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Chat with supervisor or agents using Instant Messaging
Included Included
Call log tracks call activity of incoming and outgoing calls
Included Included
Agent log tracks agent state changes and other information
Included Included
Softphone with phone directory Included Included
Support for Cisco IP Communicator: No Cisco IP phone required for agent phone
Included Included
Agent State buttons Included Included
Integrated browser: Integrated support for browser-based applications; browsing to administratively approved Websites
Included Not available
Integrated IP Phone-Based Agent Desktop Features wi th Cisco Unified Contact Center Express Seat Licens e
(Please refer to Cisco Unified Contact Center Expre ss 5.0 Solution Reference Network Design (SRND) for list of supported Cisco Unified IP phones)
Log in or out Included Included Included
Ready or not ready Included Included Included
Shows agent phone state Included Included Included
Real-time reports Included Included Included
Agent may initiate on-demand recording
Included Included Not available
Supervisor can Silent Monitor, Barge In, and Intercept
Included Included Not available
Integrated PC-Based Supervisor Desktop Features wit h Cisco Unified Contact Center Express Seat License
View agent activity in real time Included Included Included
View agent and skill group statistics in tabular and graphical views
Included Included Included
Chat: Send text messages to any or all agents
Included Included Not available
Marquee: Broadcast scrolling messages to agents
Included Included Not available
Support for Cisco IP Communicator: No Cisco IP phone required for agent phone
Included Included Included
Log out agent Included Included Included
Make agent ready Included Included Included
Coaching: Provide agent guidance through Chat
Included Included Not available
Silent Monitoring: Listen in on an agent's call
Included Included Not available
Ability for supervisor to remotely Silent Monitor from any phone through a dial-in IVR session
Included Not available Not available
Barge-In: Join In on an agent's conversation
Included Included Not available
Intercept: Take a call from an agent
Included Included Not available
Record: Capture and archive call audio
Included Included Not available
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Integrated browser: Integrated support for browser-based applications; browsing to administratively approved Websites
Included Not available Not available
Support for supervisors to take calls using included Cisco Agent Desktop
Included Included Not available (CAD not included)
Support for supervisors to take calls using included Cisco IP Phone Agent
Included Included Included
Integrated ACD Historical Reporting with Cisco Unif ied Contact Center Express Seat License
Abandoned Call Detail Activity report Included Included Included
Aborted and Rejected Call Detail report Included Included Included
Agent Call Summary report Included Included Included
Agent Detail report Included Included Included
Agent Login Logout Activity report Included Included Included
Agent Not Ready Reason Code Summary Included Included Included
Agent State Detail report Included Included Included
Agent State Summary report (by agent) Included Included Included
Agent State Summary report (by interval) Included Included Included
Agent Wrap-up Data Summary Included Included Included
Agent Wrap-up Data Summary Included Included Not available
Intercept: Take a call from an agent
Included Included Not available
Application Summary report Included Included Included
Call Custom Variables report Included Included Included
Called Number Summary Activity report Included Included Included
Common Skill Contact Service Queue Activity report Included Included Included
Contact Service Queue Activity report (by contact service queue [CSQ])
Included Included Included
Contact Service Queue Activity report (by interval) Included Included Included
Contact Service Queue Activity report Included Included Included
Contact Service Queue Call Distribution Summary Included Included Included
Contact Service Queue Priority Summary report Included Included Included
Contact Service Queue Service Level report Included Included Included
CSQ Agent Summary report Included Included Included
Detailed Call, CSQ, Agent report Included Included Included
Priority Summary Activity report Included Included Not available
Remote Monitoring Detail report Included Not available Not available
Integrated Self-Service Historical Reporting with C isco Unified Contact Center Express Seat License
Application Performance Analysis report
Included Not available Not available
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Detailed Call-by-Call Contact Call Detail Record (CCDR) report
Included Not available Not available
Traffic Analysis report Included Not available Not available
Integrated Multichannel Historical Reporting with C isco Unified Contact Center Express Seat License
Multichannel Agent Contact Summary report
Included with Cisco Unified Web and E-Mail Interaction Manager license
Not available Not available
Multichannel Agent Login/Logout Activity report
Included with Cisco Unified Web and E-Mail Interaction Manager license
Not available Not available
Multichannel CSQ Activity report Included with Cisco Unified Web and E-Mail Interaction Manager license
Not available Not available
Outbound Agent Detail Summary report
Included with outbound license
Not available Not available
Outbound Campaign Summary report
Included with outbound license
Not available Not available
Integrated Recording with Cisco Unified Contact Cen ter Express Seat License
On-demand agent recording Included Included Not available
On-demand supervisor recording Included Included Not available
Integrated Administration
Browser-based: Administer from anywhere on Cisco Unified Communications WAN
Included Included Included
Web-enabled real-time reporting client Included Included Included
Full integration with Cisco Unified Operations Manager, Cisco Unified Campus Manager, and Cisco Unified Resource Manager Essentials, including support for Simple Network Management Protocol (SNMP) support and alarm service
Included Included Included
Support for third-party MIBs Included Included Included
Tracing and local logging Included Included Included
Voicemail Integration
Voice messaging interface Optional (Cisco Unity® messaging or Cisco Unity Express)
Optional (Cisco Unity messaging or Cisco Unity Express)
Optional (Cisco Unity messaging or Cisco Unity Express)
Maximum number of voice mailboxes supported
Please consult product documentation
Please consult product documentation
Please consult product documentation
Maximum number of voice storage hours Unlimited (storage limitation
hard disk dependent)
Unlimited (storage limitation hard disk dependent)
Unlimited (storage limitation hard disk dependent)
Support for other vendor voicemail
Yes (through call transfer to voicemail system)
Yes (through call transfer to voicemail system)
Yes (through call transfer to voicemail system)
Unified messaging support Optional (Cisco Unity messaging)
Optional (Cisco Unity messaging)
Optional (Cisco Unity messaging)
Blended Preview Outbound Dialer
Important: Each deployed Blended Preview Outbound Dialer seat requires a corresponding
deployment of an inbound voice seat.
Example 1: A deployment that requires 100 inbound voice agents, 25 of whom also need to
perform outbound voice calls, requires 100 inbound voice seats plus an additional 25 outbound
seats.
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Example 2: A deployment that requires 25 inbound voice agents only performing inbound voice
and 75 outbound agents performing only outbound voice requires 100 inbound voice seats and 75
outbound voice seats.
Important: Please note that the seat maximums shown in Table 5 for Blended Preview Outbound
Dialer are inclusive of inbound voice seats also deployed.
Please note that outbound voice features are available only with the Premium package and only
when Cisco Unified Contact Center Express 5.0 is deployed with Cisco Unified Communications
Manager — not when deployed with Cisco Unified Communications Manager Express.
Table 5. Cisco Unified Contact Center Express 5.0 Outbound
Feature Premium Enhanced Standard
General System Features with Server Software (Same as for Inbound Voice with exception of redundancy)
Hardware configuration Deploys and executes co-resident on inbound voice server
Deploys and executes co-resident on inbound voice server
Deploys and executes co-resident on inbound voice server
System software configuration Same as inbound voice Same as inbound voice Same as inbound voice
Cisco Unified Communications Managers supported
Cisco Unified Communications Manager 5.1 and 6.x
Cisco Unified Contact Center Express for Cisco Unified Communications Manager Express on integrated services routers Note: Outbound is not supported in Cisco Unified Contact Center Express 5.0 for Cisco Unified Communications Manager Express 4.2
Cisco Unified Contact Center Express for Cisco Unified Communications Manager Express on Cisco Unified Communications 500 Series for Small Business Note: Only Cisco Unified Contact Center Express 5.0.2 (and later) Standard is supported for Cisco Unified Communications Manager Express 4.2 on Cisco Unified Communications 500 Series for Small Business. Cisco Unified Contact Center Express Enhanced and Premium are not supported.
Operating system(s) supported Same as inbound voice Same as inbound voice Same as inbound voice
Outbound Voice redundancy support Cold standby for Cisco Unified Communications Manager
Note: Not available for Cisco Unified Communications Manager Express
Not available Not available
Maximum number of analog trunks supported
Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Maximum number of digital trunks supported
Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Maximum number of IP trunks supported Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Maximum number of SIP trunks supported Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Maximum number of trunk groups supported
Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Call conferencing Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Agent interdialing support Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Direct Outward Dialing (DOD) support Same as for inbound voice
Same as for inbound voice
Same as for inbound voice
Outbound Voice Seats
Maximum number of configurable outbound agents Supported
Unlimited (no software limitations)
Maximum number of active outbound agents supported
300 Maximum number of active outbound agents supported
300
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Maximum number of outbound supervisor positions supported
32 Maximum number of outbound supervisor positions supported
32
Outbound license type Concurrent user Outbound license type Concurrent user
Outbound Preview Dialer Features
Maximum number of active outbound campaigns
15 Not Applicable Not Applicable
Maximum number of CSQs per outbound campaign
10 Not Applicable Not Applicable
Maximum number of active contacts per outbound campaign
10,000 Not Applicable Not Applicable
Integrated CTI/Screen Pop Features with Cisco Unifi ed Contact Center Express Seat License
Populates customer’s name, account number, and phone number dialed
Included Not available Not available
Start any Microsoft Windows compatible application
Using CAD task button Not available Not available
Send information to any Microsoft Windows compatible application
Using CAD task button Not available Not available
Integrated PC-Based Agent Desktop Features with Cis co Unified Contact Center Express Seat License
Ability for agent to initiate on-demand recording
Included Included Not available
Ability for supervisor to Silent Monitor, Barge-In, and Intercept
Included Not available Not available
Ability for agent to accept, reject, or skip outbound contact
Included Not available Not available
Ability for agent to mark a contact as “Do not call” for a particular campaign
Included Not available Not available
Integrated IP Phone-Based Agent Desktop Features wi th Cisco Unified Contact Center Express Seat Licens e
Support for Cisco IP Phone Agent only based agents Not available
Integrated PC-Based Supervisor Desktop Features wit h Cisco Unified Contact Center Express Seat License
View agent activity in real time Included Not available Not available
Support for Cisco IP Communicator: No Cisco IP phone required for agent phone
Included Not available Not available
Coaching: Provide agent guidance through chat
Included Not available Not available
Silent Monitoring: Listen in on an agent's call
Included Not available Not available
Ability for supervisor to remotely Silent Monitor from any phone through a dial-in IVR session
Included Not available Not available
Barge-In: Join In on an agent's conversation Included Not available Not available
Intercept: Take a call from an agent Included Not available Not available
Record: Capture and archive call audio Included Not available Not available
Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License
Outbound Campaign Summary report Included Not available Not available
Outbound Agent Detail Performance report Included Not available Not available
Administration
Ability for administrator to create and configure campaigns
Ability for administrator to create and configure campaigns
Ability for administrator to create and configure campaigns
Ability for administrator to create and configure campaigns
Ability for administrator to create non-North American area code to time zone mappings
Ability for administrator to create non-North American area code to time zone mappings
Ability for administrator to create non-North American area code to time zone mappings
Ability for administrator to create non-North American area code to time zone mappings
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Ability for administrator to mark “Do Not Call” contacts as Do Not Call across all campaigns
Ability for administrator to mark “Do Not Call” contacts as Do Not Call across all campaigns
Ability for administrator to mark “Do Not Call” contacts as Do Not Call across all campaigns
Ability for administrator to mark “Do Not Call” contacts as Do Not Call across all campaigns
Please Note: The summary overview of system maximums for Inbound and Outbound Voice
shown in Table 6 are for reference only. All system configurations are required to use the Cisco
Contact Center Express Configuration and Ordering Tool to pass required Cisco A2Q bid
assurance. Please note that all deployments containing outbound seats are by definition blended
inbound/outbound deployments.
Table 6. Reference Capacities for Inbound and Blended Inbound/Outbound Systems
Key Blended Inbound Voice System Maximum Capacities when deployed with Cisco Unified Communications
Standalone Server 2 Server Cluster
Server 7845 7835 7825 7816 7845 7835 7825 7816
Agents 300 150 100 75 300 150 100 75
Supervisors 32 15 10 8 32 15 10 8
Monitoring and Recording
64 32 32 32 64 32 32 32
Historical Reporting Sessions
5 5 3 3 16 10 10 10
Basic (Standard and Enhanced) and Advanced (Premium) Interactive Voice Response (IVR) ports
300 150 100 75 300 150 100 75
Key Blended Inbound/Outbound Voice System Maximum C apacities when deployed with Cisco Unified Communications
Standalone Server 2 Server Cluster
Server 7845 7835 7825 7816 7845 7835 7825 7816
Agents 300 75 75 50 300 75 75 50
Supervisors 32 10 10 5 32 10 10 5
Monitoring and Recording
32 16 16 16 32 32 32 32
Historical Reporting Sessions
2 2 2 2 8 4 4 4
Basic (Standard and Enhanced) and Advanced (Premium) Interactive Voice Response (IVR) ports
300 150 100 75 300 150 100 75
Key Inbound Voice System Maximum Capacities when de ployed with Cisco Unified Communications Manager Express
Cisco Unified Communications Manager Express on ISR
Cisco Unified Communications Manager Express on Cisco Unified Communications 500 Series for Small Business
Server All All
Agents 50 48
Supervisors 10 5
Monitoring and Recording 32 NA
Historical Reporting Sessions 2 2
Basic (Standard and Enhanced) and Advanced (Premium) Interactive Voice Response (IVR) ports
50 48
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Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization suite assists contact centers in efficiently managing their
personnel to deliver consistent customer service matching their business goals.
● Quality Manager: This system records and replays selected customer contacts for dispute
resolution or to measure and improve upon customer contact quality. The Quality Manager
process includes customized evaluation and reporting on contact quality in addition to the
recording and reply of customer contacts.
● Advanced Quality Manager: This application adds synchronized Cisco Agent Desktop
screen recording to the features provided by Quality Manager.
● Workforce Manager: This system efficiently manages contact center staff and resources
to meet customer service-level objectives. The Workforce Manager process includes
forecasting contact volume based upon historical trends, and scheduling personnel based
upon their work rules to ensure the target service levels and managing service level
conformance on a daily basis.
Table 7. Cisco Unified Contact Center Express 5.0 Quality and Advanced Quality Manager
Feature Premium Enhanced Standard
General System Features with Server Software
Hardware configuration Cisco media convergence server and Cisco approved partner servers
TO BE ADDED
Not available Not available
System software configuration Microsoft Windows client-server software
Not available Not available
Operating system(s) supported Microsoft Windows 2003 Server from Microsoft Reseller
7816 or 7825
Not available Not available
Database supported Microsoft SQL 2000 from Microsoft reseller
Not available Not available
Redundancy support Not available Not available Not available
Quality Manager Seats
Maximum number of configurable Quality Manager seats (agents, supervisors, or other) supported
Maximum number of configurable Quality Manager seats (agents, supervisors, or other) supported
Maximum number of active Quality Manager total agent, supervisor, or other seats supported
Maximum number of active Quality Manager total agent, supervisor, or other seats supported
Maximum number of active Quality Manager total agent, supervisor, or other seats supported
Maximum number of active Quality Manager total agent, supervisor, or other seats supported
Quality Manager license type Quality Manager license type
Quality Manager license type
Quality Manager license type
Quality Manager Features with Server Software
Voice contact recording Voice contact recording Voice contact recording Voice contact recording
Cisco Agent Desktop screen recording Cisco Agent Desktop screen recording
Cisco Agent Desktop screen recording
Cisco Agent Desktop screen recording
Agent quality assessment Agent quality assessment
Agent quality assessment
Agent quality assessment
100-percent call logging and archival search tools
Role-specific dashboards Role-specific dashboards
Role-specific dashboards
Role-specific dashboards
Agent quality reporting Agent quality reporting Agent quality reporting Agent quality reporting
General System Features with Server Software
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Hardware configuration Cisco MCS 7835 or MCS 7845 Media Convergence Servers and Cisco approved partner servers
TO BE ADDED
Not available Not available
System software configuration Microsoft Windows client-server software
Not available Not available
Operating system(s) supported Microsoft Windows 2003 Server from Microsoft reseller
Not available Not available
Database supported Microsoft SQL 2000 from Microsoft reseller
Not available Not available
Redundancy support Not available Not available Not available
Workforce Manager Seats
Maximum number of configurable Workforce Manager seats (agents, supervisors, or other) supported
Unlimited (no software limitations)
Not available Not available
Maximum number of active Workforce Manager total agent, supervisor, or other seats supported
900 Not available Not available
Workforce Manager license type Per named user Not available Not available
Workforce Manager Features with Server Software
Contact forecasting Contact forecasting Contact forecasting Contact forecasting
Agent scheduling Agent scheduling Agent scheduling Agent scheduling
Role-based user interfaces Role-based user interfaces
Role-based user interfaces
Role-based user interfaces
Real-time and historical adherence Real-time and historical adherence
Real-time and historical adherence
Real-time and historical adherence
Standard performance reports, including agent report card
Standard performance reports, including agent report card
Standard performance reports, including agent report card
Standard performance reports, including agent report card
Cisco Unified E-Mail Interaction Manager and Web In teraction Manager
Please send e-mail to [email protected] for information about Cisco Unified E-Mail
Interaction Manager and Web Interaction Manager with Cisco Unified Contact Center Express.
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Printed in USA C78-386388-05 05/08